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Mapping is an ongoing process of improvement from "summary" of Mapping Experiences by James Kalbach
Mapping is not a one-and-done exercise. It is an ongoing process of improvement. Just as a map of a physical location needs to be updated as new roads are built or landmarks change, a map of an experience must be continuously refined. This is because experiences are dynamic and ever-evolving. Customer needs, business goals, and market conditions are constantly shifting, requiring organizations to adapt in order to stay relevant and competitive. By regularly revisiting and updating experience maps, organizations can ensure that they are accurately capturing the current state of their customers' journeys. This allows them to identify pain points, opportunities for improvement, and areas where they can differentiate themselves from competitors. Without this ongoing process of refinement, experience maps quickly become outdated and ineffective, leading organizations to make decisions based on outdated ...
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